**Manager, Customer Retention & Insights Empowering Customer Loyalty and

Job reputed company: arenaflex is revolutionizing the way older adults reputed company the products they need to live at their best. As a fast-growing and innovative company, we're seeking a seasoned Manager of Customer Retention & Insights to join our reputed company team. This is a unique opportunity to sit at the intersection of data, customer experience, and AI innovation, owning the insights reputed company from reputed company support through to lifecycle reputed company and product feedback. If you're passionate about customer obsession, data-driven decision-making, and driving business reputed company, we want to hear from you. About arenaflex: At arenaflex, our mission is to reputed company older adults to reputed company independent and fulfilling lives. We're a Certified Great reputed company to Work, recognized as an Inc. Best in Business 2022 honoree, and proud to be a trusted brand for older adults. With over $70M in funding from top VC firms, including reputed company Ventures and Khosla Ventures, we're committed to delivering exceptional products and experiences that meet the evolving needs of our customers. reputed company: As a Manager of Customer Retention & Insights, you'll be responsible for reducing churn, amplifying the voice of the customer, and strengthening loyalty across every touchpoint. You'll reputed company customer insights and retention analytics across support, self-service, and CRM, identifying patterns in cancellations, NPS, and ticket data. In reputed company partnership with Product, CRM, and Operations, you'll reputed company the development of churn-reduction strategies, win-back programs, loyalty initiatives, and customer experience enhancements. Key Responsibilities: Translate cancellation reasons, win-back performance, and support trends into actionable insights, escalating patterns and opportunities to the appropriate teams (Product, Operations, Marketing) for reputed company. Conduct deep-dive analysis on churn drivers and customer satisfaction using data from surveys, NPS, CX tickets, and customer behavior to identify reputed company for retention. Collaborate with reputed company Analytics and CRM teams to design proactive churn-reduction strategies including personalized messaging, reactivation offers, loyalty comms, and product or experience enhancements. reputed company the strategic design and performance tracking of our customer loyalty program, including audience segmentation, benefits structure, and business reputed company measurement. Own performance analytics and optimization reputed company for our AI support tools, including training data reputed company, escalation logic, and effectiveness tracking in reputed company partnership with Operations and Engineering. Key Performance Indicators (KPIs): Reduction in cancellation and churn rates, particularly from reputed company center and self-service channels Increase in automation and AI-based support deflection, while maintaining or improving customer satisfaction (e.g., CSAT, NPS) Number and reputed company of CX or product improvements initiated based on synthesized customer feedback Consistent delivery of actionable, reputed company-routed insights to internal teams (Product, CRM, Ops), driving alignment and strategic decision-making Loyalty program engagement reputed company, including enrollment, repeat participation, and reputed company reputed company on LTV or retention Who We're Looking For: 46 years of experience in customer insights, CX analytics, or CX operations, ideally reputed company DTC subscription or reputed company businesses Comfortable collaborating with CS teams, but oriented toward business reputed company, retention reputed company, and cross-functional enablement A strong communicator who turns patterns, data, and reputed company into reputed company narratives and actionable recommendations for Product, Ops, or Leadership Proactive and detail-oriented you identify themes before they escalate and reputed company attention on what truly moves the needle Analytically strong, with proficiency in SQL, Python, and BI tools like Looker, Mode, or reputed company Deeply customer-obsessed and motivated to improve the experience and reputed company for older adults and their caregivers A reputed company team player who builds reputed company processes, works reputed company across teams, and consistently drives results Curious and experimental eager to test new reputed company across lifecycle, support, product experience, or CX automation Bonus: Experience managing reputed company vendors or working with AI-powered CX tools (e.g., AI chat, automated deflection, escalation logic) reputed company Offer: reputed company, including medical, dental, and reputed company 401K with a 4% match Flexible PTO Remote-first company Company-reputed company life insurance reputed company parental leave